COUNTRY Hotel Name

Creating a Culture

of

Performance Management

By Michael Smith

HR Director Novotel Ibis WTC – Dubai, UAE

COUNTRY Hotel Name

•Accor Group - Brief Overview

•Why use a Performance System

•Elements of Competency based programs

•Move Up – Novotel Brand Project

•Identifying Senior Management competencies

Why create a performance Management System ?

• It creates structure across your business

•It delivers at all levels – Multi Brands

•Offers associates of all levels the best possible pathway to

attain their career goals

•Recognition tool

•Supports retention

•Saves costs – 50% Annual salary cost

•New Hotels in Dubai during 2012

•15 New Accor Hotels in the GCC in the next 3 years

Accor Corporate HR Strategy is “The Best of Us” Accor 2015. Within this strategy are brand performance management systems which meets the needs, not only of the associates involved but essentially the needs of the client and the business. At Accor we have established a culture of performance management at all levels across our workforce which Measures – Rewards and Develops our associates to offer them the best possible vehicle to attain their career goals and be what they want to be within the Accor family.

Culture of Performance

Measure

Reward

Develop

Measure

Competency Based Assessment: recruiting, promoting

Global Harmonisation Tools: a unique evaluation form across the

brands and levels GMs/ HODs and another one for employees

Assessment Centres: for development purposes: all VP of

Operations are assessed in a centre designed by an external

consultant based on Accor core competencies before being promoted

Guests Feedback: internal and external comments, employee opinion

survey every 2 years

Rewarding

Incentive Schemes: yearly bonus on achieving pre-set KPIs, sales

incentives, stock options

Accor Bernache Awards: for the values including performance and

innovation

Accor Middle East Awards: yearly awards for best performers in the

hotels in Smile, Heart and Najma (outstanding Performance)

categories

Develop

Academie Accor : overall training for all level and fields

Revenue Management Pass, Sales Pass, Distribution Pass,

Training Pass : qualifying training programmes with 3 levels of

Certification by an external body.

International Hospitality Management Programme: to develop

future hotel General Managers and number 2s

Brand Development Programmes

Sofitel : School of Excellence

Pullman : Body and Soul

Novotel: Move Up

Ibis : Players

Special Focus

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At Novotel,

we grow faster

Our Employee Promise

12

Welcome: Induction programme

12

GM HOD

Employees

Skills and

personal

development

Induction

Novotel Service Attitudes

Element’s of Move UP

Development of Novotel service culture

Recognition

Welcome: Induction programme

Itinéraires

Qualifying

training for

employees

Globe Trotter

Become a Head

of Department

GM Pass

Become a

General Manager

Visa: Exchange programme

Itineraires: Competency

based

program

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A progressive 6-month programme

Welcome: Effective induction

- Know the brand & its promise

Discover Novotel

E-Learning sustainable development

- Understand our guests’ expectations

Novotel Service attitudes

- Involve all actors

Mentoring program

- Train and assess skills

Itineraires – (graduate level)

From arrival to the 6th month….

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Welcome Hotel Stay

Letter

GSS

Novotel

Service

Attitudes training

1.5 days (6 modules x 1 - 2h)

“Bienvenue

Chez Accor”

training

2h

Prepare and organise the 1st day

Discovery and appropriation

1st day 1st month 3rd month

Discover Novotel

Training

0.5 day

Foster openness and sharing

Assess and

be assessed

Discovery and appropriation

Spend

1 day

in another

team

Open

meeting

with the

GM

Induction

assessment

Itinéraires

assessment Graduate

level

Competancy

Novotel’s

Sustainable

Development

Training

1.30 h

Novotel’s

Customer

Commitment

Training

0.5 day

5th month 6th month

4th month

Assess and

be assessed

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Support to help the employees choose

their professional development program

Clear vision of the expected skills

Combination of managers assessment

and employees self-assessment

Recognition of skills

Itinéraires:

16

Dynamic progression

on 3 levels

Itinéraires:

Qualifying Training for employees

Novotel

Graduate

Novotel

Bachelor

Novotel

Master

Evolve at

your own pace

Itinéraires:

Competency based Qualifying Training for employees

General Managers: Competencies Identified

Business Management

Human Resource Management

Financial Management

Marketing & Distribution

Sustainable Development

Environment

Local resources

Diversity

General Managers: Competencies Identified

Example

IHMP Projects

Before: work alone on a project that was purely hotel based.

Now: group work, 5 participants from around the world with different backgrounds and experience

Project:

As land has been purchased in Berlin by the company. Decide what hotel size and brand(s) should be built.

In Summary Performance Management:

Needs to be all encompassing across the business, to everyone and for everyone at all levels.

Is a key driver in the success of any business and must be kept alive.

Is an effective Sales tool to attract, retain and develop your companies most important resource

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